HVAC Customer Service Representative / Dispatcher / Scheduler

Benefits:

Short-Term & Long-Term Disability 401(k) matching Competitive salary Employee discounts Opportunity for advancement Paid time off Training & development About Us Straight AC Services is a fast-growing residential/commercial HVAC company known for reliable service and a people-first culture. We value teamwork, clear communication, and doing the right thing for customers and technicians alike. Role Summary You'll be the hub of our daily operations—answering inbound calls, booking service, dispatching techs, optimizing the schedule, and ensuring customer satisfaction. What You'll Do Customer Care Answer inbound calls, texts, and emails; triage HVAC issues and set expectations. Convert leads into booked appointments and explain maintenance plans. Provide proactive status updates and follow-ups after service. Scheduling & Dispatch Build and maintain an efficient board: route technicians by skills, parts, and geography. Monitor tech ETA, job progress, and same-day opportunities; reduce drive time and call-backs. Coordinate emergencies, recalls, and warranty jobs with minimal disruption. Coordination & Admin Verify job details: access needs, pets, equipment info, photos, and prior history. Create/close work orders; capture accurate notes, reason codes, and job outcomes. Take payments, process authorizations, and document membership enrollments. Communicate cross-functionally with Parts, Sales, and Management on priorities. Performance & Quality Escalate issues and recommend improvements to scripts, routing, and capacity planning. What You'll Bring 1-3+ years in HVAC, home services, or similar high-volume dispatch/call center environment. Strong multitasking in a live environment: phones, chat, and board management. Excellent verbal and written communication; calm under pressure and solution-focused. Tech-savvy with scheduling/dispatch software Housecall Pro, VoIP, GPS/telematics, and G Suite. Basic understanding of HVAC terminology (heat pumps, packaged units, maintenance agreements). Organized, detail-oriented, and comfortable making time-sensitive decisions. Weekend/evening/rotating on-call availability preferred. Nice to Have Experience optimizing routes. Prior CSR upselling success (maintenance plans, IAQ products). Key Metrics You'll Impact Booking rate and speed-to-answer On-time arrival and first-call resolution Technician utilization and drive time Compensation & Benefits Competitive pay Overtime eligibility and paid training 401(k) with match Paid time off, holidays, and sick leave Company-sponsored industry certifications and growth path to Lead Dispatcher or Operations Coordinator Work Environment Office-based. Fast-paced, supportive team with clear playbooks and real-time tools.

Tools we use:

House Call Pro, Verizon One Talk, Google Workspace.

Typical shift:

Monday-Friday with rotating on-call weekends. Equal Opportunity Straight AC Services is an equal opportunity employer. We celebrate diversity and are committed to a safe, inclusive workplace.